RELEASE SOFIA

GENERAL TERMS AND CONDITIONS FOR TICKET PURCHASES

Effective as of 1.11.2026

Sofia Live Fest LTD., registered with the Bulgarian Commercial Register and Register of Non-Profit Legal Entities under UIC 206669679, VAT No. BG206669679, with registered office and management address at Industrialna str.#1, Sofia 1202, email [email protected] (hereinafter referred to as the “Company”), organises events, festivals and concerts at various venues in Bulgaria (hereinafter referred to as an “Event” or “Events”).

This document governs the terms and conditions for purchasing tickets for Events organised by the Company. By purchasing a ticket for an Event organised by the Company, you confirm that you have read and agree to these General Terms and Conditions for Ticket Purchases, published at https://www.releasesofia.bg/en/ticket-sales-terms/ and effective at the time of purchase.

INTRODUCTION

These Terms are binding and govern the purchase of tickets, your obligations and your rights in relation to the Company.

If you have any questions, please contact us before purchasing a ticket at [email protected]. We aim to respond within [3] business days.

TICKET

  1. Each purchased ticket entitles the holder to enter the venue and attend the specific Event selected. The purchase of the ticket and the services provided by us are also subject to any additional specific terms stated on the ticket.
  2. To enter the Event venue, you must present either a printed ticket or the ticket on your mobile phone or tablet, with the barcode/QR code clearly visible so that it can be scanned by authorised Company personnel.
  3. If you wish to have your ticket printed at a Company box office, where this option is available, you must present a valid identity document such as an ID card, passport or driving licence.
  4. The Company is not responsible if your ticket is stolen or used by a third party without your knowledge. If for any reason the ticket is lost or duplicated, it may only be used once — upon its first scan and validation at the Event entrance. After the first scan or validation, the ticket cannot be used again.
  5. The ticket is issued personally to you and may not be resold. It is expressly prohibited to provide the ticket as a prize or gift in competitions, raffles or other promotions without the Company’s prior written consent.
  6. Any person presenting a counterfeit ticket may be held liable under Bulgarian law. The lawful ticket holder is deemed to be the person who presents the ticket first. Any other person presenting the same ticket, whether printed or electronically, will not be admitted.
  7. Children under six (6) years of age are admitted free of charge and do not require a ticket, provided that they are accompanied by a parent or another responsible adult. IMPORTANT: this does not apply to Events unsuitable for minors, where access by minors is restricted by law or by the Company.
  8. Possession of a ticket does not entitle the holder to additional free services unless expressly stated otherwise. Food and beverages available at bars may be purchased optionally.
  9. Parts of the Event may be photographed, filmed or otherwise recorded. These materials may be provided to third-party service providers for audiovisual processing, commercial use, promotion and advertising. By attending the Event, you acknowledge that you may appear in such materials. Your personal data, including your image, is processed in accordance with Regulation (EU) 2016/679 (GDPR), the Bulgarian Personal Data Protection Act and our Privacy Policy at https://www.releasesofia.bg/en/privacy-policy/.

TICKET PURCHASES AND PAYMENT

  1. Tickets may be purchased in the following ways:

a) online through More.com — “MORE.COM INTERNATIONAL ONLINE SERVICES SINGLE MEMBER S.A“, and distinctive title “MORE.COM INTERNATIONAL”, having its registered office at 18-20 Amarousiou Chalandriou Ave., 15125, Maroussi, Attica, Greece, with VAT 803112367 and Hellenic Business Registry No.: 189773901000  (hereinafter referred to as the “Ticketing Partner”), which provides electronic ticketing services.

IMPORTANT: all online ticket purchases are carried out exclusively through the Ticketing Partner, either directly on its website or through its module displayed on our Website, which redirects users to the Ticketing Partner’s platform in order to complete the purchase;

  1. Online purchases are governed by the laws of the Republic of Bulgaria and the European Union, including the Bulgarian Consumer Protection Act governing distance contracts and the Bulgarian Electronic Commerce Act.
  2. For online purchases, the purchasing process, the entry of your payment and personal data and the delivery of tickets are carried out entirely within the secure environment of the Ticketing Partner. The Company does not participate in these steps.
  3. On the Ticketing Partner’s platform, you will be asked to enter payment card or bank account details. You must have the lawful right to use that card or account.
  4. The Company is not responsible if you use a payment card unlawfully or provide incorrect information during the transaction with the Ticketing Partner.
  5. The Company is not responsible for financial or other losses you may suffer if, for any reason, you do not receive an order confirmation from the Ticketing Partner.
  6. Once the transaction has been completed, tickets may not be cancelled, refunded, exchanged or resold, except in the cases described in the “Event Cancellation” section below. Lost or destroyed tickets will not be refunded.
  7. If the price paid for a ticket is incorrect for any reason, including incorrect data entry or a technical issue in the Ticketing Partner’s software, the Company reserves the right to cancel the ticket and refund the full amount paid.
  8. The Company does not collect, store or process payment card data. The Ticketing Partner may provide us with your name and email address, which we process in accordance with our Privacy Policy.

We will send you news, updates and offers relating to our Events only where you have provided prior consent, in accordance with Article 6 of the Bulgarian Electronic Commerce Act and the GDPR. You may withdraw your consent at any time by using the unsubscribe link in any email we send or by contacting [email protected].

ORDER CONFIRMATION – PAYMENT – PURCHASE

If, after submitting your payment details, you do not receive a message from the Ticketing Partner confirming your order, payment and purchase, or if you receive an error message or the service is interrupted while your data is being submitted, it is your responsibility to contact the Ticketing Partner to verify whether the transaction was completed.

The Company is not responsible for financial or other losses you may suffer if, for any reason, you do not receive confirmation of your order from the Ticketing Partner.

For such matters, please contact the Ticketing Partner’s customer service through the channels listed on its website: [email protected].

For assistance, you can also contact the Release Sofia Customer Support team Monday to Friday, from 10:00 to 16:00, at (+359) 0877701256 or (+359) 0877701253.

RECEIPT OF TICKETS

Tickets purchased online are sent electronically by the Ticketing Partner to the email address provided by you or may be collected from available physical points of sale, subject to any additional specific conditions applicable in the relevant case.

NO RIGHT OF WITHDRAWAL – ARTICLE 57(12) OF THE BULGARIAN CONSUMER PROTECTION ACT

IMPORTANT: You do not have the right to withdraw from a ticket purchase.

Under Article 57(12) of the Bulgarian Consumer Protection Act, the 14-day right of withdrawal from a distance contract does not apply to contracts for services related to leisure activities where the contract provides for a specific date or period of performance — as is the case with a ticket for an Event taking place on a specified date.

For the same reason, tickets cannot be cancelled, refunded or exchanged after the purchase has been completed, for example because you have changed your mind.

EVENT CANCELLATION

  1. If an Event is cancelled due to force majeure, the artist’s inability to perform, or other reasons for which the Company is not responsible, and insofar as the matter is not specifically regulated by Bulgarian law or by an act of a competent public authority, the Company will announce the procedure through which all or part of the ticket price may be refunded, as applicable.

A condition for such refund is that the artist is definitively unable to perform in Bulgaria within [180] days from the originally announced date. If the artist performs within this period, ticket holders for the cancelled Event may use their tickets on the new date determined by the Company; in such case, the tickets remain valid as issued and no refund will be made.

  1. If an Event is definitively cancelled for reasons for which the Company is responsible, the full ticket price will be refunded.
  2. Event cancellation means the definitive cancellation of a scheduled Event without the possibility of setting a new date.
  3. IMPORTANT: for multi-day festivals involving more than one artist, each ticket grants access to the festival venue only for the day or days specified on the ticket.

A festival day ticket is not linked to the participation of any specific artist, whose appearance may be changed, postponed, replaced or cancelled for reasons beyond the organisers’ control.

Accordingly, a change in an artist’s performance day or the cancellation of an artist announced for a particular festival day does not, in itself, constitute grounds for cancelling the ticket or reducing its price, insofar as such change is not due to the organisers’ fault.

  1. If an Event is interrupted and cancelled due to force majeure no earlier than sixty (60) minutes after it has started, the Event will be deemed to have taken place and will not be repeated. In such case, the ticket price will not be refunded.
  2. Apart from the ticket price, where a refund is due under these Terms, the Company is not required to compensate you for any other expenses, losses or damages, including travel or accommodation expenses, arising from the cancellation of the Event.

This does not limit the Company’s liability for intentional misconduct or gross negligence under Article 94 of the Bulgarian Obligations and Contracts Act, nor for death or personal injury.

FULL OR PARTIAL REFUNDS

  1. Where a full or partial refund of the ticket price is due under these Terms, you must provide the information requested in the relevant notice from the Company so that the Company can carry out the necessary transaction, including a refund or ticket reissue.

The information must be provided within the deadline announced by the Company in order for the refund to be processed promptly.

Until you provide the required information, the refund cannot be processed and the Company is not responsible for any resulting delay.

This procedure is necessary because the Ticketing Partner does not independently process refunds. Once the refund conditions have been met, the refund is made exclusively by the Company.

  1. Refunds will be made in accordance with these Terms within [180] days from the date on which the cancellation of the Event is announced.
  2. Personal data provided for the purpose of processing refunds is handled in accordance with the Company’s Privacy Policy at https://www.releasesofia.bg/en/privacy-policy/, which complies with Regulation (EU) 2016/679 (GDPR) and the Bulgarian Personal Data Protection Act.

PUBLIC HEALTH AND SAFETY MEASURES

The Company follows the instructions and decisions of the competent Bulgarian public authorities and applies all public health and safety measures in force on the date of the Event.

The health and safety of our audience, partners and employees is always a priority.

Every person entering the Event venue is required to comply with these measures.

ENTRY – SECURITY CHECKS – SAFETY

  1. The Company reserves the right to refuse entry to or remove from any Event organised by the Company any ticket holder in the following circumstances:
    • The ticket is damaged to such an extent that it cannot be scanned and validated.
    • There is a suspicion that the ticket is counterfeit.
    • The ticket holder engages in violent or abusive behaviour or publicly incites violence, racism, sexism or other discrimination; in particular, a ticket holder acting aggressively before or during entry, or whose appearance, clothing, symbols or flags violate the law or the rights of others.
    • The ticket holder is under the influence of narcotic substances, alcohol or other intoxicating substances.
    • The ticket holder refuses to comply with instructions issued by Company personnel. Company personnel may also remove or restrict ticket holders who could endanger themselves or others.
    • The ticket holder is under 16 years of age and is not accompanied by a parent or another responsible adult, in accordance with the Bulgarian Child Protection Act.
    • The ticket holder attempts to enter with a pet, unless expressly permitted for the relevant Event. Guide dogs accompanying persons with disabilities are exempt from this restriction. Persons accompanying ticket holders with disabilities may not be admitted to a designated accessible area if, due to limited capacity, priority must be given to persons with disabilities. Only one (1) companion per person with a disability is permitted, both in the accessible area and in any designated parking area where such optional service is provided.
    • The ticket holder brings their own food or drinks into the Event venue or refuses, for safety reasons, to replace a glass or plastic water bottle with the corresponding bottle provided by the Company.
    • The ticket holder carries a backpack or similar bag and there is suspicion that it contains dangerous items which may endanger other visitors. Backpacks are permitted only where the owner agrees to have their contents inspected by authorised personnel.
  2. The ticket holder bears personal responsibility for all damage or injury caused to third parties or to themselves while under the influence of intoxicating substances or as a result of excessive alcohol consumption. Alcohol will not be sold to persons under 18 years of age.
  3. All ticket holders have an equal right of admission regardless of nationality, ethnicity, religion, gender, sexual orientation, disability or any other personal or social status, in accordance with the Bulgarian Protection from Discrimination Act.
  4. As a ticket holder, you accept that a security check may be carried out at or outside the Event entrance in order to prevent dangerous items from being brought into the venue, including weapons, sharp objects, flares, pyrotechnics and other flammable materials such as alcohol or acetone.
  5. Recording or photographing the Event in any manner without the Company’s permission is strictly prohibited.
  6. Every person entering the Event venue must comply with public health and safety rules established by the competent public authorities.
  7. In addition, with regard to VIP ticket holders, the Company reserves the right:
    • to refuse to provide a complimentary drink included as part of an “open bar” arrangement for safety reasons or as part of a broader responsible-drinking policy;
    • to prohibit the consumption of complimentary drinks outside the VIP area, for example in the main area in front of the stage, as this service is provided exclusively to VIP ticket holders from bars located within the VIP area;
    • to refuse access to the VIP area or remove a VIP ticket holder from it where necessary for their own safety or the safety of others;
    • to refuse access to the VIP area to minors of any age who do not hold the relevant VIP ticket and are not accompanied by an adult.

Please note that minors may not enter the VIP area using a discounted or “children’s” ticket even where the accompanying adult holds a VIP ticket. For safety reasons, if the relevant ticket category is sold out, the minor will not be able to purchase a ticket at the venue and will not be admitted to the VIP area, even where the accompanying person holds a VIP ticket.

LIMITATION OF LIABILITY

The Company is not responsible for damage arising from the non-performance or delayed performance of an Event due to force majeure or where the Event is cancelled by the artists.

In all cases, the Company will inform ticket holders of any cancellation in a timely manner.

The Company is not responsible for the unavailability of the Ticketing Partner’s systems and does not guarantee the uninterrupted, accurate or error-free operation of the Ticketing Partner’s services.

Nothing in these Terms excludes or limits the Company’s liability for intentional misconduct or gross negligence, death or personal injury, or any other liability that cannot lawfully be excluded under Bulgarian law, nor does it limit your statutory rights as a consumer.

PERSONAL DATA

For the purpose of providing its services, the Company processes your personal data in accordance with Regulation (EU) 2016/679 (GDPR) and the Bulgarian Personal Data Protection Act.

More information regarding the purposes of processing and your rights is available in our Privacy Policy at https://www.releasesofia.bg/en/privacy-policy/.

You also have the right to lodge a complaint with the Bulgarian Commission for Personal Data Protection (CPDP), www.cpdp.bg.

COMPLAINTS, APPLICABLE LAW AND JURISDICTION

Complaints may be submitted by email to [email protected].

These Terms are governed by the laws of the Republic of Bulgaria.

Disputes arising in connection with the application or interpretation of these Terms shall be resolved by mutual agreement where possible.

If no agreement is reached, you may refer the matter to the Bulgarian Consumer Protection Commission (CPC) at www.kzp.bg or to the relevant conciliation commissions for the out-of-court resolution of consumer disputes under the Bulgarian Consumer Protection Act.

In all other cases, disputes shall be resolved by the competent Bulgarian court in accordance with the Bulgarian Civil Procedure Code.

FINAL PROVISIONS

  1. In the event of any conflict between provisions, the terms stated on the ticket shall prevail.
  2. The invalidity of any individual provision of these Terms shall not affect the validity of the Terms as a whole.
  3. These Terms are also published in English. In the event of any discrepancy between the Bulgarian and English versions, the Bulgarian version shall prevail.